The 8th Women in Gaming (WIG) Awards that took place on 12th May, 2017 recognized the most outstanding women in the gaming industry. One of these talented women was Mr Green employee Leah Griffin, who took home the 2017 WIG award for Excellence in Customer Support.
Griffin was selected as the winner of this prestigious title for her consistent and proven track record for outstanding customer satisfaction throughout the year and for strong individual development. She feels that her WIG award is an important milestone in her career.
Since her time at the prestigious Mr Green , Griffin has played a key role in the company's consistent high customer satisfaction rate and has been dedicated to delivering a player-first approach when dealing with customers, coaching her staff and as a team leader.
Want to learn more about working for one of the biggest online casinos? Check out VegasMaster's interview with Griffin below.
1. How did you get your start at Mr Green?
I started working for Mr Green in 2012. My previous role was a customer service agent with a team looking after UK clientele for a financial institute. A good friend advised me of an iGaming company that had just moved its offices from London to Malta and were currently looking to recruit a customer service team to look after their English speaking market. After my interview with Mr Green, I knew then I wanted to be a part of their team. One hour following my interview, Mr Green called and offered me the opportunity to work with them. I worked 3 years as a customer service specialist, I then progressed by taking the role of Team Coach then went onto a team leader position. Today, I am currently the Customer Support Manger.
2. What are some of the challenges you face managing the customer support department for such a popular online casino?
My biggest challenge as Customer Support Manager is to always ensure the customer remains the heart of our business at all times. This starts with us. I feel that by acknowledging, encouraging and fully supporting our customer support specialists, this will reflect in the service we provide our customers.
3. What do you think are the most important factors players look for when considering online casinos?
From my experience, I feel there are plenty of important factors a player may look for when considering playing online. I would say the biggest factors are trust, safety/security and solid customer support. Second to this, I would say a site that offers pure enjoyment and entrainment from the comfort of their own home.
"I feel that by starting in customer support, I really gained the knowledge and understanding of what our customers expected."
4. In regard to training and strategy, how do you maintain a leading team?
I maintain a leading team simply by investing my time into my team. I believe by supporting, encouraging and listening, my team is built to last.
5. Working in 12 countries, do you find that there are cultural differences from one gambling market to the next, or are online casino players from different nations quite similar?
In my opinion, I find most markets differ to a certain extent. This is why we always try to recruit native employees that can help and support our customers in their own language. I would say, depending on which country you are from, all players look for a trusting casino where they can safely play and have fun.
Mr Green Casino is no stranger to awards and now it can add another trophy to it's showcase.
6. Congratulations on winning your recent WIG award! What does it mean to you to have won this award?
I am extremely thankful for winning my award. Very few things in life are entirely the work of just one person and this is no exception. I work with an amazing team who have helped me learn and grow in our customer service team.
7. Do you have any words of advice for those who are thinking about starting a career in the gaming industry or who are in the early stages of their career?
I think the advice I would give to people who are thinking of joining the iGaming industry is to start in the customer service team, even if it's just for a short while. I feel that by starting in customer support, I really gained the knowledge and understanding of what our customers expected. By gaining this knowledge, I was able to move into different roles and experience different sides of the business.
